Return Policy

Refund & Return Policy | RestoPack

Refund & Return Policy

Last updated: September 16, 2026

This Policy applies to orders placed through the official RestoPack website or authorized RestoPack sales channels.

1. Custom Products

Products made with custom printing, sizing, materials, structures, colors, or finishes are considered custom products.

Once a custom order enters material preparation, plate-making, mold preparation, printing, or production, it is made to order and cannot normally be canceled, returned, or refunded.

We do not accept returns or refunds for custom products because of:

  • A change of mind
  • A brand or design change
  • Incorrect customer-provided artwork or information
  • Customer preference changes
  • Minor variations within normal manufacturing tolerances

Exceptions may apply if there is a confirmed production defect, fulfillment error, or significant difference from the approved proof or order specifications.

2. Samples and Stock Products

Unopened, unused, and non-custom samples or stock products may be eligible for return if:

  • The return is requested within 14 days of delivery
  • The products remain unopened and in resalable condition
  • Return authorization is obtained from RestoPack before the products are sent back

The customer is responsible for return shipping costs. Original outbound shipping charges, customs charges, and other delivery fees are non-refundable unless the return is caused by a confirmed RestoPack error.

Opened, used, damaged, or contaminated food-contact products cannot be returned.

3. Proof Approval and Manufacturing Tolerances

Before approving an order, please carefully check the product type, dimensions, quantity, material, structure, printing, colors, finishes, delivery information, and schedule.

Once the final proof or production file has been approved in writing, the order will proceed to production and normally cannot be changed or canceled.

Errors contained in customer-provided or customer-approved artwork—including spelling, logos, barcodes, dimensions, and layout—are the customer’s responsibility.

Minor color, size, finishing, and quantity variations may occur during custom manufacturing. Applicable project-specific tolerances will be stated in the quotation, proof, invoice, or order agreement where necessary.

4. Quality and Fulfillment Issues

The following may qualify as valid quality or fulfillment issues:

  • Printed content that is significantly different from the approved proof
  • Incorrect product, material, size, or structure
  • Serious printing or manufacturing defects that affect normal use
  • Significant shortages outside the agreed production tolerance
  • Severe shipping damage that makes a substantial quantity unusable
  • A shipment confirmed as lost by the carrier

Minor cosmetic imperfections, normal color differences, and variations within disclosed manufacturing tolerances are generally not considered quality issues.

5. Claim Time and Process

Please inspect all products as soon as possible after delivery.

  • Visible carton damage or missing cartons should be reported within 7 days of delivery
  • Product quality, quantity, or fulfillment issues should be reported within 30 days of receipt

To submit a claim, please provide:

  • Order number and contact details
  • Date of delivery
  • Description of the issue and affected quantity
  • Photos or videos of the products
  • Photos of the outer cartons and shipping labels

Please keep the affected products and original packaging while the claim is being reviewed.

We normally respond within 1–2 business days and aim to provide an initial review or proposed solution within 3–5 business days after receiving sufficient evidence.

6. Available Solutions

If a claim is confirmed to be caused by RestoPack or our appointed carrier, the available solution may include:

  • Free reproduction or replacement of the confirmed affected quantity
  • Full or partial refund for the affected portion
  • Store credit or a discount on a future order
  • Another mutually agreed solution

Approved refunds will normally be issued to the original payment method within 3–7 business days. The maximum refund will not exceed the amount paid for the affected order or portion.

7. Order Cancellation

Before Production Begins

An order may be canceled if materials, printing plates, molds, and production capacity have not yet been arranged. Transaction fees or costs already incurred may be deducted from the refund.

After Production Preparation Begins

The customer may be responsible for material, plate-making, mold, design, sample, or setup costs already incurred.

After Printing or Production Begins

Custom orders generally cannot be canceled or refunded once printing or full production has started.

8. Non-Refundable Situations

Refunds, reprints, or compensation are generally not available for:

  • Claims submitted outside the stated claim period without sufficient evidence
  • Minor variations within normal or disclosed manufacturing tolerances
  • Customer-provided or customer-approved artwork errors
  • Subjective dissatisfaction when the product matches the approved specifications
  • Damage caused by improper storage, handling, filling, heating, freezing, or use
  • Incorrect addresses, refused deliveries, or other customer-related delivery issues
  • Products purchased through unauthorized third-party channels

9. Returns and Shipping Costs

For most quality claims, we will first review photos, videos, and order records rather than requiring all products to be returned.

If the issue is confirmed to be caused by RestoPack or our appointed carrier, reasonable return and replacement shipping costs related to the approved solution will normally be covered by RestoPack.

Costs caused by an incorrect address, refusal of delivery, failed delivery, improper use, or other customer-related reasons will be the customer’s responsibility.

10. Contact Us

For return requests, cancellations, or quality claims, please contact: